Home AI and ML #OWS20 will Focus on Harnessing Disruption, Applying Automation and Using Design Thinking

#OWS20 will Focus on Harnessing Disruption, Applying Automation and Using Design Thinking

by Heidi Bullman

This week, the International Association of Outsourcing Professionals will host #OWS20 with the purpose of connecting providers, advisors, and buyers on issues and hot topics in the industry. A key theme of this year’s conference includes the topic of tech, inclusive of artificial intelligence and machine learning, in driving automation, evolving the industry, and resulting in unparalleled accuracy. Through collaborative outsourcing, shared services, and GBS partnerships, businesses can remain competitive in this now tech-driven industry. Of the many topics being discussed the importance of harnessing disruption, applying automation to outsourcing “pain points,” and using design thinking will be of value to attendees.


The key to survival in the industry is now dependent on an organization’s ability to embrace disruption. According to The Wall Street Journal, “[based on] Deloitte’s 2018 global outsourcing survey, more than 500 business executives concludes that the global focus of outsourcing has shifted from technologies that reduce costs and improve performance of back-office operations to those that help companies gain competitive advantage by accelerating business change, driving top-line growth, and enabling more agile, effective operations.”

Read the full article here.


In a recent podcast, Kevin Nolan, global head of healthcare marketing for HGS, explained the importance of using automation to address business pain points, for not only efficiency, but to expedite processes. “One of our clients said that claims processing turnaround time was about three and a half days, and for them that was a significant pain point. So, we applied some automation to the processes and cut that turnaround time down from three and a half days to three hours. So right then and there, we address a key pain point that they had, and really helped them to run their business a lot more efficiently,” explained Nolan.

Listen to the podcast here.


“[Those in the industry recognize that] design thinking is emerging as a complement for service providers seeking to deliver more impactful results for their customers,” explained Stephanie Overby for CIO. A term that was first coined in 1987, design thinking takes a user-centric approach, marrying customer feedback with new developments in technology, to provide a framework for creativity. In outsourcing, the concept of design thinking can be used as a blueprint for business change to achieve outcomes and create solutions that are as flexible as the changing market.

Read the full article here.

To keep up with news and highlights from one of the most highly respected outsourcing conferences follow #OWS20 on Twitter.

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